When attempting to diagnose an issue with connecting to one of your BigScoots services, often times its a result of the ‘space’ between your local computer and our servers and not an issue with the server itself. To be sure, a necessary step is to run a traceroute. A traceroute will track the steps (hops) your connection takes when leaving your local computer and arriving at our servers. If there is a bump in the road along the way, a traceroute will diagnose this issue and by providing these results to BigScoots allow us to be sure of the issue at hand and work towards a resolution much more efficiently.
How to run a traceroute on Windows:
Your traceroute is now complete! Once you have the results, please take a screen shot (ALT + print screen) and paste it into an image editor (i.e. Microsoft Paint). Finish by saving your screen shot and attaching it to a support ticket for BigScoots to review.
How to run a traceroute on Linux:
- Begin by opening the terminal from the Installed Application section
- From the terminal window, execute the following command to perform the traceroute:
How to run a traceroute on Mac:
- Begin by launching the Network Utility. You can do this through the Mac Spotlight by typing ‘Network Utility’ followed by clicking the top hit.
- Select ‘Traceroute’
- Enter the domain (i.e. www.bigscoots.com) for which you want to perform the traceroute for.
- Select ‘Trace’
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